Application Support Team Lead

6 months ago

Melbourne, Australia Xplor Full time

**Company Description**
At Xplor, we believe that helping people make the most of each day is the most rewarding way to spend ours.

We give small and medium-sized businesses cloud-based, intuitive technology solutions that enable them to manage all the hassles of running and growing a business, so business owners can get back to doing what they love. With Xplor Pay, we help businesses get paid quickly and securely - without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

We are unified by our purpose of helping people to succeed. So, when you become part of our team, you also become part of the personal connection that strengthens the relationship people have with Xplor products.
**Job Description** About the opportunity**

Join our Education Vertical as an Application Support Team Lead in Melbourne to make a real impact every day. We say that because we know that every conversation we have, every code line we write and every interface we design is another opportunity for us to enrich our customers’ experiences.

Reporting to the Senior Manager, Service Delivery, this role will lead a team of Support professionals to meet the needs of our customers on software related enquiries. As an Application Support Team Leader, you will drive engagement, excellence, and a focus on building relationships with our customers and colleagues; whilst meeting and exceeding service levels agreements for the resolution of support tickets.

Some of the other responsibilities include:

- Manage a regional team of Application Support Advisors in the delivery of software customer service
- Collaborate with engineering peers to provide customer resolutions within agreed SLAs, advocating customer needs to effectively prioritise support ticket resolution
- Partner with leadership and commercial teams to identify and plan essential work in the context of Application Support
- Responsible for the maintenance and performance of customer satisfaction levels, ensuring quality service is provided consistently
- Ensure that the team adheres to regional policies within Application Support for Xplor products
- Contribute to frameworks and internal resources to support the resolution of technical issues within your team
- Find new ways to reduce the average ticket turnaround time and improve SLAs
- Champion the standards for voice of the customer in both delivery and execution
- Manage staff performance against relevant KPI’s standards
- Support your team, where required, in customer meetings and calls, to review support issues and implement appropriate actions

For this position, we offer a hybrid and flexible working model, where you will spend 2 days per week in the office and 3 working from home.
- 3 - 4 years of previous experience in a contact centre environment, ideally as a Team Lead or Manager
- Strong proficiency in SQL, Microsoft Excel and data management
- Ability to maintain personal resilience in pressurised or stressful situations
- Proactive, self-motivated learner with a strong drive to achieve personal goals
- Experience of working with and managing virtual teams in a matrix environment
- Advanced skill level in Microsoft Office Suite i.e. Word, Excel and Outlook
- Able to work within a global organisation and accommodate working hours to support this
- Strong leadership experience in a customer-facing role where you have built and inspired a team of high-performing individuals
- Demonstrable experience in managing multiple technology resources
- Demonstrable experience in conflict resolution and customer service, with diplomatic approach and solutions mindset
- Professional agility to succeed in complex and fast-changing business environments
- Exceptional relationship-building and communication skills with a confident phone manner and active listening skills
- Experience in multitasking, prioritising, and managing time effectively for self and a team during peak periods
- Motivated learner who wants to pick up new skills and grasp new technologies willingly
- Coaching and mentoring skills to support the development and growth of the Application Support Team

At Xplor, we believe that the best innovation and ideas happen at the intersections of our differences - people of diverse cultures, generations, disciplines, and lived experiences. So even if you think you do not tick all the boxes, we still encourage you to apply.
**Additional Information** Life at Xplor**

You’ll be part of a global network of talented colleagues who support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.

Some of our perks and benefits:

- 12 weeks Gender Neutral Paid Parental Leave for both primary and secondary carer
- #GiveBackDays/Commitment to social impact - 3 extra days off to volunteer and give back to your local community
- Unlimited access to LinkedIn Learning, plus regular c

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